GlobalCompetencyModel AccountManager

1. CommunicatesandInteractswith Others 2. ManagesClientRelationship 3. ManagesTeamPerformance 4. ManagesAccountandServices Proficientinoralandwrittencommunication. Employseffectivelisteningandquestioningskills. Actively engages and communicates with the client to buildandmaintainaproductiverelationship. Achieves success by effectively managing team performanceandreinforcingpositiveteamenvironment. Demonstrates excellent knowledge of contact center operationsandofclientsproducts/services. Demonstrates expertise in managing accounts performance. Abletoanalyze,organizeandpresentnumericaldata e.g.financialandstatistical. Abletounderstandgeneralfinancialinformationand carryoutfinancialanalysistoprovidethebestsolution fortheClient. Consistentlylooksforwaystomaximizeresourcesand createrevenuegeneratingactivitywithintheaccount includingthedevelopmentofnew/expandedservices. Works to gain a full understanding of any problem withintheaccount. Employscreativityandskilltoappropriatelyaddressthe situation creating a positive outcome for all parties involved. Demonstratesanunderstandingoftheimpactofchange ontheclientandtheorganization Usesavarietyofskillsandtechniquestoeffectivelylead theaccountinachangingenvironment. Abletosustainhighlevelofperformanceinafastpaced anddynamicworkenvironment

5. AnalyzesDataandInformation

6. TakesActiontoBuildBusiness

7. HandlesProblemsandSituations

8. ImplementsChange

9. WorksinaDynamicandFast PacedEnvironment

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 1.COMMUNICATESANDINTERACTSWITHOTHERS
Proficientinoralandwrittencommunication. Employseffectivelisteningandquestioningskills.

PositiveBehavioralIndicators NegativeBehavioralIndicators Preparesaccurate,clearandconcise Written material is unstructured and writtenmaterials. confusing Enables team members to understand Teammembersdontunderstandorare management decisions by thoroughly confusedwithmanagementdecisions explaining(wherepossible)thereasons behindthedecisions. Behavior does not indicate active Probes and asks relevant questions to listening(i.e.doesnotholdeyecontact, gain a better understanding of the actshurried) issueathand. Completes effective daily checkpoints Does not complete daily checkpoints withallstaff. withstaff. Communicatesandarticulates Holds unstructured and prolonged objectiveeffectivelyandefficientlyto teammeetings;solicitsconfusionwhen theteam delivering a message among team members Adaptscommunicationstyletosuitthe Uses the same communication style audience/situation (e.g. language) regardless of the situation/audience

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 2. MANAGESCLIENTRELATIONSHIP
Actively engages and communicates with the client to build and maintain a productive relationship.

PositiveBehavioralIndicators NegativeBehavioralIndicators Is able to engage and negotiate with Negotiations with the client are difficultandhaveanegativeoutcome. the client in a positive way; the outcome of negotiations are seento be positive from both a SYKES and client perspective. Is able to communicate sensitive Shows resistance when required to informationtoclients. deliversensitiveinformationtoclients; finds it difficult and acts defensive when faced with criticism from the client. Ispreparedtoquestiontheclient,ifthe Doesnotquestiontheclientiftheclient client does not agree with advice or disagreeswithideasorsuggestions. ideas. Informs the client if unable to meet Client is not informed that their clientsexpectations. expectationswillnotbemet. Builds partnership and trust with Demonstratesineffectivenessin clients by demonstrating expert managingtheclientsbusiness, knowledge in operations and clients consequentlytheclienttendstomicro business. managetheaccount. Engages with the client in resolving Clientsissuesarenotdealtwith;there and designing solutions to issues. arenoactionplansinplace. Ensuresactionplanisinplacetotrack progress. Providesperiodicupdatestoclient Client frequently needs to solicit informationandupdates

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 3. MANAGESTEAMPERFORMANCE
Achieves success by effectively managing team performance and reinforcing positive team environment.

PositiveBehavioralIndicators NegativeBehavioralIndicators Clearlycommunicatesthegoaltothe Employees are unaware or unclear of teamandadvisesthemhowtoachieve whatisexpectedtothemandwhy. it.Advisestheteamwhatisexpected ofthemandwhy. Conducts regular performance Employees are not provided with reviews; coaches team members to regular performance feedback; improve performance; displays performanceissuesarenotaddressed. accountabilityforteamperformance Diagnoses and delegates tasks Team members are not allowed to appropriate to the readiness level of make decisions and must escalate all team members to increase the level of issues. competence. Conducts thorough assessment on Employs inconsistent approaches in employee issues at hand; consistently resolving employee issues; does not adheres to established process in observe set standards in addressing resolvingemployeeissues. employeecases. Monitors and gives regular behavioral Employeesareunawareoftheir feedback; is able to pinpoint specific performance;feedbackisnotgiven behaviors demonstrated that led to consistently. high/lowperformance. Monitors SOE Activities Tracker and DoesnotmonitorSOEActivities addressesperformancegaps. Trackerordoesnotaddress performancegapsappropriately. Recognizesandrewardsaboveaverage Isunabletodifferentiatehighandlow performance. performance;consequentlyfailsto recognizeandrewardexemplary performance. Buildsapositiveteamenvironmentby Competition is inappropriately setting team targets and encouraging practiced among team members; the team to help and support each arguments, negative comments, and other blaming define the current environment.

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4. MANAGESACCOUNTSANDSERVICES
Demonstrates excellent knowledge of contact center operations and of clients products/services. Demonstratesexpertiseinmanagingaccountsperformance. PositiveBehavioralIndicators NegativeBehavioralIndicators Interprets and applies terms of clients Does not understand or apply the contracts. terms of the clients contracts or interpretsthemincorrectly. Reviews and ensures attainment of The account does not meet agreed contractmetrics. SLAs. Monitorsaccountusingperformance Does not pay attention to or take metricstoenableperformance appropriate action to ensure account improvement. metricsaremet. Is unable to provide solutions to Usesproblemsolvingtoolsand enhanceaccountperformance analysistodevelopsolutionsto enhanceaccountperformance. Identifies and manages inefficiencies Inefficiencies are not addressed that impact SYKES and the clients causing SYKES or the client to lose revenue. revenue. Ensures the appropriate operational The clients business is not serviced structure, resources and support appropriately resulting in low (headcount, processes, procedures, IT customersatisfactionscores. etc) are in place to service the clients business. Is able to speak knowledgeably Is unable to answer queries about the regarding the clients products and clients product; escalates a high dealswithescalations. numberofclientqueries. Establishes and manages processes to Work flow is not managed effectively ensure effectiveness and efficiency of leading to backlogs or under the workflow and continuous utilization. improvement. Budgets and forecasts are within Budgetsandforecastsareinaccurate. acceptablevariance. Hascontrolofbudgetandonexpenses Is unable to control budget and cost. expensescosts.

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5. ANALYZESDATAANDINFORMATION

Abletoanalyze,organizeandpresentnumericaldatae.g.financialandstatistical. Abletounderstandgeneralfinancialinformationandcarryoutfinancialanalysistoprovide thebestsolutionfortheClient.

PositiveBehavioralIndicators NegativeBehavioralIndicators Shows general business understanding Isvaguewhendiscussingfinancial aspects of P&L, margins, balance sheet, sales etc. UnderstandstheSYKESpricingmodels IsunabletodiscusstheSYKESpricing models Uses/analyzes figures and presents Demonstratesdifficultyprocessing, action plans/reports based on the analyzingandpresentingnumerical results. information. Spotspatternsandtrendsinfinancial Demonstratesdifficultyinterpretingand data;determinesandaddresses pinpointingfinancialdatatrendsand variance. implications. Performsfinancialanalysistoidentify Isunabletoidentifybeneficialsolutions solutionsthatbenefitclientandSYKES. throughfinancialanalysis.

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 6. TAKESACTIONTOBUILDBUSINESS
Consistentlylooksforwaystomaximizeresourcesandcreaterevenuegeneratingactivity withintheaccountincludingthedevelopmentofnew/expandedservices.

PositiveBehavioralIndicators Developsalternativepricingmodels

NegativeBehavioralIndicators Always uses standard pricing models and is unable to develop alternative modelsifrequired. Identifiesopportunitiestosellextra Does not identify new opportunities to SYKESservices sell extra SYKES services, therefore the services and solutions provided to the clientremainthesame. Always seeks new lines of business to The client uses other providers for entrenchclientrelationshiptoSYKES. services that SYKES could supply; the relationship with the client is not entrenched. Suggests a new solution to a client Isreactiveinprovidingsolutionstothe beyond their current business client requirements Looks at the bigger picture; looks at Takes a narrow approach to clients requirements and does not think of where the client can go rather than solutionsthatdrivestheclientsbusiness where it is; is able to work in partnership with the client to drive the forward. businessforward Identifiesopportunitiesthatwillbenefit Opportunitiesthatwillbenefittheclient theClient gounnoticed.

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 7. HANDLESPROBLEMSANDSITUATIONS
Workstogainafullunderstandingofanyproblemwithintheaccount. Employscreativityandskilltoappropriatelyaddressthesituationcreatingapositiveoutcome forallpartiesinvolved.

PositiveBehavioralIndicators Considers multiple perspectives in resolving a problems or situations beforemakingadecision Anticipates problems, takes a proactive approach in dealing with problems/situations Uses and mobilizes the needed and available resources to resolve the issue athand Verifiesinformationbeforeundertaking acertaincourseofaction;doesnotmake assumptions Investigatesanddiagnosestopinpoint therootcauseofanissue Makesdecisionsbasedondata NegativeBehavioralIndicators Employsquickfixinresolvingproblems orsituations Dealswithproblems/situationsasthey arise;firefights Willoftenescalatetheissueandlet othersmakethedecisions Makesdecisionsbasedonassumptions

Isnotsurewhichresourcesorsourcesto usetocollectinformationoridentify rootcauses Decisionsarenotbasedonfactsand figures

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8. IMPLEMENTSCHANGES
Demonstratesanunderstandingoftheimpactofchangeontheclientandtheorganization. Usesavarietyofskillsandtechniquestoeffectivelyleadtheaccountinachanging environment.

PositiveBehavioralIndicators Analyzes the impact of change on both SYKESandtheclientsorganizationand isabletoplancontingenciesifrequired Actively engages with the client when implementingneededchange Communicateschangeeffectively;states whyitishappeningandwhatbenefitit willbring. Engages and solicits buyin from employees on change initiatives and strategy. Monitors implementation of change initiatives.

NegativeBehavioralIndicators Doesnotconsidertheimpactofchange orplanscontingencies Client is not involved in the change process. Does not communicate reasons for the change; does not communicate facts to theteam;hidesthetruthofthesituation. Staff do not buy in to the change; no strategiesinplacetoachievebuyin. Implements change but does not continuetomonitor.

9. WORKSINAFASTPACEDANDDYNAMICENVIRONMENT

Abletosustainhighlevelofperformanceinafastpacedanddynamicworkenvironment.

PositiveBehavioralIndicators Acceptsand/oriswillingtakeonanew task/challenge/responsibility when askedtodoso. Assesses what needs to be done and prioritizesaccordingly. Meetsorexceedsdeadlines;highlightsif unabletomeetdeadline;isabletopush back if necessary and/or offer alternatives. Continuestoperformtoahighstandard when faced with challenging circumstances. Ensures that all core daily Agent Build activitiesaremaintainedthroughoutthe account.

NegativeBehavioralIndicators Demonstrates resistance when faced with new tasks and changing circumstances. Demonstrates difficulty prioritizing tasks/deliverables. Frequently misses deadlines; demonstrates difficulty pushing back eveniftaskisnotfeasible. Panics when faced with challenging circumstances and performance suffers/declines. Does not monitor that all core daily Agent Build activities are maintained throughouttheaccount.

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